Overview:
The primary purpose of this role is providing technical and procedural support for the client suite of web-based applications. This position is responsible for solving highly complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction.
Responsibilities:
Essential Duties: Essential duties noted below may vary by position and/or client needs
Support Functions:
- Participate in the activities involved in providing timely, quality support and analytical services to assigned external departments (e.g., Operations, Development, Analytics, etc.) while ensuring adherence to corporate and departmental policies and procedures
- Perform detailed research through in-depth knowledge of the end-user product to understand customer issues and address them proactively
- Research and resolve issues within scope of responsibility
- Work closely with software development teams and/or a team of specialists to determine and communicate resolution on issues that require escalation
- Run exploratory analysis to uncover new areas of opportunity, generate hypotheses, and quickly assess the potential upside of a given potential resolution
- Document customer cases in CRM with concise details
- Manage case load and move customer cases to a timely and accurate resolution
- Effectively present and communicate resolutions to client, development, and client customers
- Knowledge share through informal training sessions with client customers
- Assist with process improvement initiatives and special projects as assigned
General Associate Job Responsibilities:
- Exercise exceptional customer service skills to optimize each contact with the client and customers
- Ensure that all requests/tasks are responded to in a professional and timely manner
- Maintain required documentation including Standard Operating Procedures (SOP’s) on all processes updating regularly as needed
- Maintain strict confidentiality of information provided by client and customers or data accessed within assigned systems
- Maintain an in-depth knowledge of client's products and systems, as well as policies and procedures
- Establish and maintain a professional relationship with internal/external customers, client, team members and department contacts
- Escalate to leadership any situation outside the employee’s control that could adversely impact the services being provided
Related Duties as Assigned:
- The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
- Consequently, job incumbents may be asked to perform other duties as required
- Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
- Please contact your local Employee Relations representative to request a review of any such accommodations
Qualifications:
Minimum Qualifications:
- Must be 18 or older and have a High School diploma or GED or equivalent education
- Positive attitude and strong interpersonal communication skills
- Effective decision making and problem-solving skills
- Attention to detail and analysis skills
- Excellent written and verbal communication skills
- Strong organizational skills with the ability to multi-task
- Ability to develop mastery of multiple systems, the business and category knowledge
- Highly proficient in Microsoft Office with a high level of competency on Excel
Additional Information:
MarketSource and Salelytics is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email [email protected].
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Posted Salary Range:
USD $17.00 - USD $25.50 /Hr.
Posting Information:
Hiring locations: Florida, Georgia, Texas, Wisconsin
Posting Ends: 04/17/26 at 12p CST
Wage: $17/hr